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Contact Solutions Announces EarthLink IVR Applications Launched

Internet Service Provider Utilizes On Demand IVR Services to Communicate with Customers During Service and Sales Processes

Reston, VA (October 21, 2004) - Contact Solutions, the leader in contact automation, announced today that leading Internet Service Provider EarthLink has become a client and will begin to use the company's On Demand IVR services immediately. The specific IVR application will be an outbound customer service application that will update customers with service problems on the status of their service call. The implementation of such an application will help EarthLink maintain superior customer service levels with its customers.

Contact Solutions Chief Executive Officer Paul Logan said, "Outbound campaigns and notifications are a great application for our shared IVRs. It keeps the end customer informed about where they are in the process while allowing live agents to focus on more critical customer support issues. More efficiently deploying live agents can lead to huge cost savings for the organization."

The interactive outbound application deployed today is designed to stay in touch with customers that have reported a problem with their broadband service. The application calls customers to collect information from them and update the trouble tracking system. If appropriate, the customer is connected to a live contact center to complete the maintenance process.

Key attributes and benefits of the application:

• Dialing process is automated via direct interface to EarthLink's customer resource management system to minimize manual intervention
• Integration to the trouble tracking system allows full automation of the process
• Customers are able to transfer to the contact center to speak to a Customer Support Representative
• Calls are transferred into the IVR from the contact center for automation of redundant tasks
• Callers can interact with the script

About Contact Solutions
Contact Solutions (CSI) saves its clients millions of dollars by improving their contact automation significantly while uplifting customer satisfaction levels. Deploying time-tested On Demand IVR services, world-class IVR applications and procedures, and an industry-leading project management approach around six distinct Centers of Excellence, the company has helped the contact center industry redefine contact automation standards. Large enterprises such as American Express, Delta Airlines, Motorola and many public sector entities benefit from the company's focused, cost-effective contact automation approach. Contact Solutions is based in Reston, VA. Visit Contact Solutions at www.contactsolutions.com.

© 2004 Contact Solutions, Inc. All rights reserved. All trademarks and company names mentioned are the property of their respective owners.